Success Manager Coordinator

Location: Devon House, London (Hybrid role). Remote working in line with business need - flexible working options to be discussed at interview

Term: Part-time (approx 17.5hrs per week); 12 Month Fixed Term Preferred working pattern Monday – Friday, 3.5 hrs per day

Benefits: The university supports staff maintaining a good work/life balance, offer flexible working and parental leave opportunities, an Employee Assistance Programme which provides free, confidential advice on both home and work concerns as well as optional private medical insurance, season ticket loans and being part of the cycle to work scheme.

25 days personal holiday allowance + public holidays, plus winter break closure 24th December to 1st January (inclusive)

Line Management Responsibility: None

Reports to: Director of Business and Partnership Development & Apprenticeships

Start date (dependent on successful completion of relevant checks): Immediate

The role

Northeastern University London (NU London) wishes to appoint a Success Manager Coordinator who will play a crucial operational and administrative role in supporting the delivery of Degree Apprenticeships and other work-based learning programmes at NU London. Reporting to the Director of Business and Partnership Development & Apprenticeships, this role will provide essential coordination of and administrative support to our team of Success Managers, enabling them to focus on their core responsibilities of apprentice progression and employer relationship management.

The Success Manager Coordinator will act as the operational backbone of the team, managing administration, coordinating processes, facilitating communication, and ensuring compliance with regulatory requirements.

This role requires someone who is highly organized, detail-oriented, and comfortable working across multiple systems and with multiple stakeholders. Using excellent personal skills, you will work collaboratively with the Success Managers, the Operations and Quality team and the wider apprenticeship department, to ensure seamless delivery of quality apprenticeship programmes.

Duties and Responsibilities

Administrative Oversight

• Manage the central inbox and coordinate responses to ensure timely handling of enquiries
• Manage and maintain monitoring systems, such as Canvas and Maytas, to track apprentice progression, reviews, and key milestones
• Support data analysis and reporting on apprentice progression, completion rates, and team KPIs
• Coordinate registration processes and information management for multiple cohorts of apprentices
• Coordinate completion and submission of routine employer reports as per Service Level Agreement (SLA) requirements
• Manage documentation and record-keeping systems to ensure accuracy and accessibility
• Ensure Data Protection and GDPR compliance in all record-keeping and communication activities
• Ensure data accuracy and compliance
• Prepare reports and documentation for meetings as required
• Support with minute taking of meetings

Stakeholder Communication & Escalation

• Act as a liaison between Success Managers and wider university teams on operational matters
• Coordinate communication flows between Success Managers, Business Development team, and Operations/Quality Assurance
• Support coordination of responses to apprentice and employer enquiries that require cross-team collaboration
• Escalate safeguarding incidents and other critical issues to appropriate senior staff in accordance with university procedures

Quality Assurance & Compliance

• Monitor completion of Off-The-Job (OTJT) training hours in Maytas and coordinate escalation of issues
• Ensure apprentice records meet compliance requirements and support audit preparation
• Coordinate and track completion of employer Service Level Agreement (SLA) requirements
• Maintain and update Standard Operating Procedures (SOPs) for the Success Manager team, ensuring all processes are clearly documented and accessible
• Support the team in maintaining compliance with Ofsted requirements and university policies

Programme Support

• Support the delivery of apprentice induction weeks and bootcamp sessions
• Support the coordination of Gateway documentation processes for End Point Assessment
• Facilitate and coordinate apprentice and employer survey distribution and collection

General Responsibilities

• Work collaboratively with internal teams, departments, and external stakeholders
• Provide professional and timely responses to queries received via email or telephone
• Participate in the University appraisal process and take responsibility for identifying your own professional and career development needs
• Foster a positive work environment with good team spirit, with learner experience at the forefront of all efforts
• Adhere to General Data Protection Regulations and the Data Protection Act
• Such other duties, commensurate with the grading of the post, which may be assigned by the Director of Business and Partnership Development & Apprenticeships or their nominee

Person specification criteria

To undertake this role, the following should apply – should you not have the experience below, please do highlight where transferrable skills would assist with you undertaking the role.

Qualifications

• Honours degree or equivalent professional qualification and/or vocational qualification [E]

General Responsibilities

• Experience in coordination, administrative management, or operational support roles preferably within Higher Education, or apprenticeship delivery [E]
• Demonstrable experience using Learner Management Systems or similar database/tracking systems [E] 
• Experience in developing and maintaining standard operating procedures or process documentation [D]
• Understanding of apprenticeship delivery, regulatory requirements, or work-based learning [D]
• Strong attention to detail with excellent record-keeping and documentation skills [E]
• Excellent communication skills (both verbal and written) with ability to liaise effectively with diverse stakeholders [E]
• Solid problem-solving skills with ability to troubleshoot system issues and find practical solutions [E]
• Strong organizational and project management skills with ability to cope with multiple priorities simultaneously, managing workload and exercising excellent time-management in order to meet deadlines [E]
• High degree of professionalism and personal integrity; ability to exercise complete discretion and maintain confidentiality [E]
• Excellent knowledge of Data Protection and GDPR requirements [E]
• Proven ability to work autonomously and as part of a team [E]
• Willingness and capacity to undertake continuous professional development [E]

About the University

Founded in 2012, Northeastern University London (formerly known as New College of the Humanities) has established itself as a prestigious higher education institution based in the heart of London. Northeastern University London is part of Northeastern University’s Global Campus Network. Positioned as top ranking in the USA, Northeastern has campuses in Arlington, Boston, Charlotte, Miami, Oakland, San Jose, and Seattle in the USA, and Toronto and Vancouver in Canada.

After becoming part of Northeastern University’s global network in early 2019, the University has undergone a period of rapid growth, having been granted Taught Degree Awarding Powers in February 2020 and moved to a new, state-of-the-art campus in 2021.

Northeastern University London offers a vibrant, collegiate community delivering broad and academically rigorous degree programmes, designed to equip graduates with the combination of skills and knowledge that are increasingly desired by organisations, employers, and society. It offers state of the art audio visual technology in its teaching and meeting spaces across the organisation.

About Business and Partnership Development & Apprenticeships

The Business and Partnership Development & Apprenticeships section is dedicated to designing and delivering work-related learning throughout the UK and internationally. Our academic offerings use innovative pedagogical approaches and best practice in education to ensure an excellent learner experience. The team currently delivers a growing portfolio of work-related learning programmes and co-op placements, with a broad academic portfolio but with emphasis on areas of digital transformation, data science, artificial intelligence, and project management.

Enquiries

Informal enquiries may be made to Emma Kelly (emma.kelly@nulondon.ac.uk). However, all applications must be made in accordance with the application process specified.

Application process

Applications should be made via the 'Apply' button above by the 5th of December 2025.

Applications must include a covering letter of no more than one page and a full curriculum vitae.

Please reference your application “R137143”

Participation in the equal opportunities section is encouraged, but voluntary.

Things to consider

For staff’s own wellbeing, for part time roles, the expectation is if you have multiple roles, they should not exceed full time (37.5 hours per week), and for full time roles, the expectation is that this will be your only role (apart from intermittent roles such as exam invigilator etc). 

Please note this role may require a basic or enhanced DBS check. Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of our students and staff, and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and Ofsted requirements. You must adhere to the above if you are offered a role with NU London.

Applications are welcome from all sections of the community and will be judged on merit alone. We welcome applications from all underrepresented groups, including the Global Majority. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.

Job sponsorship:

PLEASE NOTE THAT THIS ROLE IS NOT ELIGIBLE FOR VISA SPONSORSHIP